Oracle Coverage

In a meeting between Oracle and the analyst community, Mark Hurd led the discussion of Oracle’s most pressing business strategies, which he described as engineered systems, cloud, social, mobile, Customer Experience (CX) and Big Data/Analytics. Here's some musings and analysis of Oracle's progress and where they stand in the competitive market.

Oracle released an interesting Customer Experience (CX) research report performed by OKeeffe & Company. Among the key findings that no CX business leader should fail to recognize are a CX execution chasm, obstacles which challenge CX success, lessons from CX pioneers and the specific business processes that offer early and high payback opportunities for CX programs.

Oracle has acquired marketing automation pioneer Eloqua, and with this acquisition accelerates its growth into a red hot marketing software industry. But this acquisition is interesting not because Oracle gains an impressive product, but because this product is symbiotic with Oracle’s CRM and CX software solutions, and will further fuel a movement where competing CRM software publishers follow suit.

This Oracle OpenWorld analysis focuses on the two questions related to Customer Relationship Management software and strategy: First, how serious is Oracle about making Customer Experience (CX) the next growth technology sector? And second, how well is Fusion CRM being adopted in the marketplace, and why?

Fresh from Dreamforce, analyst Denis Pombriant looks ahead at Oracle OpenWorld 2012. Oracle Fusion is now a year past General Availability, and some legacy systems such as Siebel, PeopleSoft and JD Edwards are a year older with customers showing more propensity to upgrade. Interestingly, Denis also suggests a thought leadership opportunity related to sustainability.

In this podcast conversation with Anthony Lye, Oracle SVP, Cloud Applications Strategy, we discuss the objectives and factors pushing Customer Experience (CX) to the top of the board and CEO agenda as well as the underlying technologies, performance metrics and business challenges to be considered when deploying customer experience management programs.

Oracle CX is less about being the successor to CRM and more about addressing a business opportunity using technology that supplements CRM. In fact where CRM ends and CXM begins is that intersection between company and customer—that point of engagement where suppliers use CRM data to personalize interactions and deliver a customer experience that satisfies customers.

Oracle maintains offices in Indonesia, Malaysia, Philippines, Singapore, which also supports Brunei, Cambodia, and Laos, Thailand, and Vietnam. Oracle CRM Demand is a global system available in English and Thai languages for Southeast Asia. This company's presence and cloud CRM market share have combined to make Oracle CRM OnDemand a top CRM in Southeast Asia.

When analysts predict the winning cloud CRM vendors—and their predictions stand in contrast—each gets the chance to bolster his position. Here analyst Denis Pombriant challenges Trip Chowdry's analysis that Oracle will overtake Salesforce.com and find itself in an opportunity to swoop in and buy the cloud CRM posterchild for 50 to 60 percent of the current Salesforce.com price.

Anthony Lye is responsible for Oracle CRM On Premise and Oracle CRM On Demand, CRM on Demand operations and Oracle's own deployment of CRM. He's a veteran of the CRM software industry and is equal parts strategist and spokesman. Here he explains Oracle's new strategies—including the Oracle Public Cloud, Oracle Social Network and relationship of CRM on Demand and Fusion CRM.

At the RightNow Summit 2011, the company had more to announce than attendees expected. To the surprise of most, the Summit opened with news that Oracle acquired RightNow Technologies. Analyst Denis Pombriant puts together the pieces, that is a string of Oracle acquisitions, including the RightNow purchase, to forecast a new B2C CRM vision.

Analyst Denis Pombriant speculates ahead of Oracle Open World 2011, theorizes the inextricable link between Oracle's long term performance and its CEO, and hypothesizes new and revamped announcements regarding Oracle in the cloud, social CRM advancements and mobile CRM—including the power of mobile to support business analytics.

When it comes to CRM in the cloud, the market has watched Oracle's near schizophrenic position regarding the validity of SaaS in the business software marketplace. But despite some initial reservations, Oracle has made up lost time, secured market share and advanced their Oracle CRM on Demand solution to earn a competitive leadership position in the cloud marketplace.

Oracle's Exalogic Elastic Cloud promises to reduce costs through improved simplicity and pre-packaged integration among hardware, platform software and business applications. NetSuite has standardized on it while Salesforce.com's Marc Benioff laments it. In this editorial we look at the promises and potential for Exalogic to impact the CRM and business apps landscape.

Oracle was highlighted as part of the Top 10 CRM Software Systems in India special report. Oracle launched its India operations in August 1993 with less than ten people. One year later it became the first major U.S. software company to create an India Development Center in Bangalore. Today, Oracle India employes over 4000 and is one of the largest multi-national software employers in the country.

CRM Outsiders Editor Chris Bucholtz shares his thoughts of Oracle OpenWorld 2011, including the hand-wringing and angst that resulted from Marc Benioff's ejection from Larry Ellison's sandbox. He also raises some good questions, such as if Oracle was going to position Salesforce.com as their enemy, why not give them extra attention so people could understand the comparison between the two?

Nucleus Research Projects a Two Horse Race

Nucleus Research forecasts that enterprise software will be dominated by Oracle and IBM, and SAP's presence will diminish. "As customers contemplate costly upgrades or inflexible maintenance, and others consolidate to be more agile, SAP has no new generation to offer. The duct tape and shoestring fixes are unrealistic, and companies now have credible alternatives (Oracle, NetSuite, ...).

Oracle Briefs

Oracle Announces a 'Big Honking' Private Cloud
Oracle has unveiled its new private cloud solution, the Oracle Exalogic Elastic Cloud machine. The new all in one private cloud solution is designed to deliver a complete cloud infrastructure and run business applications within the corporate firewall. Speaking at Oracle OpenWorld, CEO Larry Ellison described the machine as "one big honking cloud." The Oracle Exalogic Elastic Cloud machine runs Java and non-Java applications as what Oracle says are extreme performance levels.

Oracle Locally Hosts SaaS CRM Down Under
Oracle will be the first major on-demand CRM provider to serve its software as a service CRM product from an Australian data centre. Partnering with Harbour MSP, Oracle/Siebel On Demand will be delivered from the Global Switch in Ultimo, Sydney. While many cloud pundits suggest it doesn't matter where the data centre resides, latency is a factor when serving Australia from either the U.S. or Europe. Also, Government organisations often prefer the data to reside in the country.

Oracle (ORCL)

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About Oracle

Oracle is the third largest software company in the world, after Microsoft and IBM. Within the business software market, Oracle is arguably the number one CRM and ERP software provider in the world.

With the Salesforce.com cloud, "you can check in, but you can't check out. I like to think of it as the roach motel of clouds. Now that is a false cloud."